New York, NY

Founded in 2013, NationSwell is an award-winning social impact company that helps changemakers, thought leaders and purpose driven business executives drive social impact at scale. Through a robust membership model and the nation's leading social impact studio, NationSwell supports these impact leaders on a range of the most pressing issues, such as racial justice and economic opportunity, environmental sustainability and the future of work, as well as supporting them on the practice of social impact of CSR/ESG strategy, building champions, allies and partners and employee engagement. NationSwell's membership community of the nation's leading social impact practitioners includes: AARP, Starbucks, Salesforce, Nike, Microsoft, Verizon, KKR, Morgan Stanley, Schmidt Futures, and the Bill and Melinda Gates Foundation.

NationSwell is a certified B Corp, which means we are organized to achieve our social impact objectives, and our profits are inextricably linked to achieving that mission. We hold ourselves accountable every day to the values of Integrity, Excellence, Inclusion, Innovation, Inspiration and Teamwork. Our team, and the leaders we work with, believe in the power of community to solve our most pressing issues.

How You'll Contribute

We are looking for a skilled client servicing leader with deep experience in process, systems and training client servicing teams and who has led in resolving service issues directly with executive level clients. You will be responsible for setting the standard of excellence for how we manage and grow our business, guiding the team of relationship and program managers (in both the Studio and Institutional Membership teams).

The ideal candidate will be experienced in building strong relationships with strategic customers, managing and optimizing the systems needed to manage accounts and resourcing and project profitability.

What You Will Do

• Act as a trusted leader to help resolve service issues faced by our partners and teams on a project, and act as the main point of contact to tackle complaints head on with the partner and team
• Partner with Management, Growth and Operations teams for coordination, collaboration and troubleshooting as it relates to client servicing and new business development
• Manage Client Servicing training, best practices and team processes:
  • Creating best practice guidance for the team on how to establish client/internal team links and trust
  • Create tools, templates and processes that both IM and Studio servicing teams will use and reference in their day to day work.
  • Oversee organic growth as a practice at NationSwell - establishing best practice and guidance for the team in spotting needs, converting into tangible opportunities and supporting their team to do the same.
  • Create connective tissue between Studio servicing team and IM servicing team so that there is clarity in overlap of servicing/sharing of key information, and when there is an explicit difference. Identify moments in the both user journey of overlap, friction and collaboration that each team is clears on roles and responsibilities
  • Build training and onboarding for the team to quickly ramp up in understanding IM and studio expertise, past client work and "go to" servicing frameworks, process and best practices.
• Manage Client Servicing key systems and reports:
  • Manage and optimize the systems that our accounts/program managers use to ensure the correct products and services are delivered to partners in a seamless, timely manner
  • Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
  • Oversee resource management - establishing a system for resourcing, and identifying freelance needs and maintaining an active and relevant freelance roster
  • Maintain Pricing standards, contract terms across the portfolio to ensure consistency and raise flags as needed.
• Model our core values of Innovation, Integrity, Excellence, Teamwork, Inclusion and Inspiration

Requirements

• Proven experience as key account manager
• Experience in sales/business development and providing solutions based on customer needs
• Ability and desire to build relationships with and communicate across multiple stakeholders, including membership, marketing, product, and executives
• Experienced in leading a team of account/program managers, and establishing best practices for client management and account resourcing & profitability tracking
• Highly organized, able to effectively prioritize in a startup environment
• Excited to grow within a fast-paced mission-driven, for-purpose social enterprise
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Experience and skill in effective problem-solving and negotiation

Benefits

We know that having a positive team culture is essential to achieving our goals, so we put time and effort into making NationSwell an encouraging, energizing, and exciting place to work. We are proud to be a certified B Corp. Here are just a few of the ways we celebrate our staff and culture at NationSwell.

• Health and Wellness: Health, dental, and vision insurance, an EAP, HSA, FSA, and other wellness benefits for you + your family
• Family-friendly: Six weeks of paid parental leave
• Work-Life Balance: Unlimited paid time off and flexible schedules to encourage your work-life balance
• Giving Back: Paid time off for employees to volunteer for causes that matter to them and internal moments to celebrate it
• Remote Work Support: A stipend to help you set up your desired home office
• Transit: A fully-covered Citi Bike membership and pre-tax transit benefits to help you get to where you're going
• Net Purpose + Culture Index: Measure of our employee's sense of purpose and engagement with our Mission
• Your Savings: Employees are offered a 401k account, and we match a portion of each contribution

NationSwell is committed to creating a diverse, equitable, and inclusive environment, and we are proud to be an equal opportunity employer. We are dedicated to building a workforce that celebrates diversity and equity and believe that inclusivity plays an important role in our decision-making process, both in staffing and in work product.